Laura Johnson Email & Phone Number

The Patient Experience Advisor is responsible for partnering with patient satisfaction clients to drive improvement and acting as the principal improvement consultant for patient satisfaction client contacts. The Advisor is a service excellence and performance improvement expert and has direct accountability for client improvement and retention. The Advisor works cross-functionally with the sales executive to build and execute the account and service plan that support the overall account strategy, while working closely with the account manager to assure services are setup, maintained and delivered in the form that meets the clients’ needs and is within the scope of the account plan / contract. The Advisor builds relationships with client contacts at all levels of the organization. The Advisor provides guidance and consultation to client contacts for improving their delivery of care and provides training and education related to Press Ganey services, tools, and resources.

Delivered on-site sessions training executive and management teams in understanding employee satisfaction report features, leadership responsibilities, and facilitation skills for action planning and improvement

Managed the on-going measurement and reporting of customer satisfaction survey feedback processes. Developed, administered, and provided analysis for ad hoc internal survey research requests

Provided guidance to client project time on employee survey project processes including project goals, project set-up and time frames, leader and employee communication, training session needs and content, report interpretation and action planning.

Teamed with clients on initial Employee Perspectives survey project set-up, process, report interpretation, dissemination of results, and quality improvement efforts.Developed and conducted on-site training sessions to all levels of client leadership.Trained and mentored recent hires on survey processes, client inquiries, methodology, report processing, and report interpretation.

Provided consultation to clients on patient satisfaction survey process including methodological issues, report interpretation and dissemination of survey results.Developed and conducted on-site training sessions to all levels of client leadership.Managed on-site employee survey data collection sessions.

Provided consultation to clients on patient satisfaction survey process including methodological issues, report interpretation and dissemination of survey results.Managed on-site employee survey data collection sessions.

Provided consultation to clients on patient satisfaction survey process including methodological issues, report interpretation and dissemination of survey results.

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